Ridiculous Service from Managers

Hello Peter

Complaint: Game Festival Mall

I emailed this complaint to Game on Sunday 14/01/2018, however, to date, I have not even received an acknowledgement.

I went to Game Festival Mall on Sunday 14/01/2018 at about 14h30 with my children to buy a school bag for my son. We checked all the school bags there and at the end he picked the school bag that he wanted. I checked the price and it was R299. I need to highlight that there were many school bags of that make on that same rail/shelf where I picked that particular school bag. When I went to pay, the cashier asked me where I took the school bag as she had to go and get the bar code. This was the first incident that ****ed me off. If she works in the store everyday and she does not know where the school bags are, how must I know? I told her that I don’t know because I went in the store and looked everywhere for the school bags. She went and she could not find the bar code for the school bag. She called a lady manager who also could not find the bar code and eventually told me that if there is no bar code they can’t help me. On second thought, she went to look for a school bag that looks similar to the one I had and it was R549 or R599 something like that. I told her that the school bag that I picked was R299, the cashier confirmed this fact to her. My children then went to see if they could not find the same school bag with a bar code and only to find that the bar code was on the school bag hidden on the side. The school bag then turned out to be R749 and some cents. I told them that the school bag was priced R299 on the shelf and that is why I agreed to buy it when my son picked it. (they may check the CCTV footage and see how I double checked the price of the school bag before proceeding to the till.) Then the lady manager went to call another manager who initially refused to come and talk to me. She came back with the feedback that the person who is supposed to come and address the matter is refusing to come and talk to me, and she was actually shouting at me as she was telling me this. Well, I waited at the till until a manger by name of Israel Raholoane came fuming and telling me that there is nothing that he can do, the school bag is R749 and I must pay that amount. His body language was as if he wanted to attack me, he was coming closer and closer to my face and shouting. I did tell him to stop shouting at me and this was the second time I told the manager at Game Festival Mall to stop shouting at me on this particular day. After he told me that there is nothing they could do, I then asked him if I should go to social media and he told me that that is my choice, I can do whatever I want but even the regional manager cannot do anything about it. The worse part of this incident is the attitude that I got from this so called senior manager Israel Raholoane. He had no respect for me as a customer, he was very abusive and rude. He never even afforded me the opportunity to say anything. I do not appreciate any man raising a voice at me. He is a man/boss/head/authority/higher power/god in his house and not to me. I see him as a mere Game employee and he has no right to talk to me like he did. He clearly does not understand the concept of TCF (Treating Customers Fairly) as well as customer service/care. He thinks he can just tell anybody where to get off. As a woman, I took it very personal. I do not tolerate any kind of women abuse. I recommend that he should be taken for counselling as well as anger management course, as a medical professional, it is my opinion that he has serious underlying issues. The school bag was priced R299 on the shelve, there was no other bar code that specified that school bag as R749. The managers themselves were not able to get the correct bar code from the shelve and therefore, it is only fair for that school bag should be sold to me at R299. I suggest that the lady manager must be taken for customer service training because she has no clue on how to handle customers as a manager and she must be given a practical test after training. She did apologise for shouting at me but she must be reminded that she must display the autocratic mother management style in her house. Game Festival Mall wasted my time on Sunday. I drove all the way from my house to get this pathetic, ridiculous service in the presence of my children just because I am a woman. Israel Raholoane wouldn’t dare treat another man like that because they would beat him up. I have bought most of my appliances from Game Festival Mall and at this present moment, I don’t think I will ever go Game again, there is lot of competitors out there where I can shop. I don’t understand their complaints resolutions process if after 2 working days they have not responded to my complaint or at least acknowledged receipt. Where are their business ethics?

Please tell them to watch the CCTV footage of this incident.

Kind regards